ServiceNow CEO: AI Could Replace 90% of Support Tasks

ServiceNow CEO Bill McDermott has argued that artificial intelligence agents are poised to take over a substantial share of customer service work, suggesting roughly 90% of human agent use cases could be automated. Speaking about the rapid improvements in AI-driven assistance, McDermott highlighted how conversational agents, workflow orchestration and intelligent automation can resolve a broad set of routine inquiries and tasks.

McDermott framed the transition as a generational change in how service work is delivered. He said many repetitive interactions — password resets, basic billing questions and straightforward troubleshooting — are increasingly within the reach of current AI capabilities. Those systems can route more complex issues to human experts while handling the bulk of first-line contacts.

Alongside the efficiency argument, McDermott cautioned about the labour-market consequences. He noted that accelerated adoption of AI agents could push graduate unemployment substantially higher, citing a potential rise toward 30% for new entrants if employers replace entry-level roles instead of retraining staff. The comment underscores a wider debate about how organizations should balance automation with workforce development.

Industry observers say the reality will likely be mixed. While many routine tasks are clearly automatable, companies still need human judgment for high-stakes, empathetic or novel interactions. Experts also point out that widespread adoption depends on integration costs, regulatory considerations and customer acceptance.

For businesses, the immediate takeaway may be to plan workforce transitions thoughtfully: invest in reskilling, redesign roles around higher-value tasks and pilot AI in areas where it demonstrably improves outcomes. Customers could benefit from faster resolutions, but the human touch will remain important for complex or sensitive issues.